| However, with all the information being presented, it is easier for an uninterested party to formulate an opinion. Let me first say I'm not to say John@Z1 should run his shop this way, but this is the way I would run a shop: 1) When people ask someone for "an opinion", they are asking for an at least educated "opinion". When EUGENE asked about the sizing of the spacers required, he was asking for an educated piece of advice. Why do you think attorneys don't give free advice? Being that Z1 is the designer of the kit, one would be lead to believe that they have the knowledge to help out a customer. If it were indeed so important between the shim thicknesses, at least the owner of the shop should have taken the extra care to make his customers happy. 2) When a shop owner/manager senses a tense customer and the phone clicks, the shop should call the customer back. In this case, Eugene thought Josh hung up. But John says he thought Eugene hung up. There is obviously a lack of understanding. When a customer calls in with an irate attitude, it is up to your customer service to calm the customer down, then take care of the problem. If all you do is return the irate attitude, then you don't know customer service. 3) Offering to sell the customer something else is not customer service, especially if it is offered at full price. Offer to sell something else for the difference, then we'll talk. 4) If the part was indeed shipped, offer a tracking number. Don't just say it was shipped on such-and-such date. 5) Everything else doesn't matter, e.g. the fact that Eugene's car was in the shop, the fact that John didn't charge for other things done. A shop shouldn't mention that things were done for free, then say that a customer is ungrateful when he complains about free things not working out as intended. I know the economy sucks right now, but if people are still willing to part with their money in this time of economy, you should do your part to keep that going. :they are always going to think their car is the only one you work on that day, their car only needs half of what you say it does, it should have been done in half the time and i should only have to pay 1/3 of the bill. Only true if they charge for the entire time the car was at the shop. Your point is moot if they charge for the actual time worked.
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